This role involves serving as the vital link between the dealership and the customer to ensure a seamless ownership experience. It focuses on maintaining high levels of customer satisfaction through proactive communication, feedback collection, and efficient grievance redressal.
Key Responsibilities
- Conduct Post-Service Follow-up (PSF) calls to gather feedback on service quality and workshop experience.
- Maintain and update the Dealer Management System (DMS) with accurate customer profiles and interaction history.
- Handle inbound customer queries and walk-in grievances, ensuring timely resolution within the defined Turnaround Time (TAT).
- Coordinate with the Service and Sales departments to address specific customer concerns and improve service delivery.
- Manage the appointment scheduling process for vehicle servicing and follow up on 'No-Show' customers.
- Generate monthly reports on Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) for management review.
- Promote value-added services, extended warranties, and annual maintenance contracts (AMC) to existing customers.
- Assist in organizing customer engagement events like service camps, new launch previews, and loyalty meets.
Requirements
- Excellent verbal and written communication skills in English and the local regional language.
- Proficiency in Microsoft Office, particularly Excel for data tracking and reporting.
- Minimum 1-3 years of experience in customer service or front-desk operations.
- Strong interpersonal skills with the ability to remain calm and professional under pressure.
- High level of emotional intelligence to handle difficult customers and conflict resolution.
- Willingness to work in a fast-paced dealership environment with a 6-day work week.
Preferred
- Prior experience in an authorized automobile dealership (4-wheeler or 2-wheeler).
- Familiarity with OEM-specific Dealer Management Systems (DMS).
- Knowledge of basic automotive components and service terminology.
Skills
Technical
CRM Software Management, Data Analysis, Microsoft Excel, Tele-calling Etiquette
Soft Skills
Active Listening, Empathy, Problem Solving, Multi-tasking, Persuasion
Qualifications
Education: Graduate in any discipline (B.A., B.Com, BBA, or B.Sc.)
Experience: 1 to 3 years in Customer Relations, Hospitality, or Front-Office roles.
Certifications: Customer Service Excellence Certification (Preferred), Soft Skills Training Certification
Work Environment
Standard automotive dealership showroom and workshop environment. 6-day work week (9:30 AM - 6:30 PM) with rotational weekly offs.
Growth Opportunities
Successful candidates can progress to Senior Customer Relationship Executive, CRM Manager, or transition into Service Advisor or Sales Consultant roles within the dealership network.
